Customer Service Team Leader

Publica Group Ltd; Witney; Hybrid; GBP 29,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Health cash plan

Pension scheme with employer contrib.

Employee Assistance Programme 24/7

Cycle to work scheme

Sickness cover & income protection

Job summary

Publica Group Ltd in Witney is seeking an experienced Customer Service Team Leader to guide a busy team of Customer Service Advisors and help deliver excellent service across partner councils.

You will manage daily operations, coach staff through one-to-one meetings and appraisals, handle complex enquiries and drive continuous improvements to the customer journey.

Qualifications

• Experience of leading and developing a customer service team within a busy organisation.
• Proven ability to manage performance, drive service improvements and achieve operational targets.
• Experience of coaching and supporting colleagues to develop their skills and confidence.
• Strong organisational skills with the ability to manage competing priorities and changing demands.
• Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels.
• Confidence in handling complex customer enquiries, complaints and escalated cases.
• Ability to analyse customer feedback and service data to identify trends and opportunities for improvement.
• Good IT skills and experience of using a range of systems and software packages.

Responsibilities

• Lead and support a team of Customer Service Advisors within a busy organisation.
• Oversee daily operation including workload allocation, resource planning and performance management.
• Coach and mentor colleagues through regular one-to-one meetings and appraisals.
• Oversee complex customer enquiries, complaints and escalations to achieve positive outcomes.
• Review feedback and performance data to identify opportunities for improvements.

Skills

Team Leadership

Performance Management

Coaching

Stakeholder Management

Communication Skills

Problem Solving

IT Skills

Education

GCSE English & Maths or NVQ Level 3

Tools

MS Office

Job description

We are looking for an experienced and motivated Customer Service Team Leader to join our Customer Services team. This is an exciting opportunity to support the delivery of excellent customer service across our partner councils.

As part of the Customer Services management team, you will lead and support a team of Customer Service Advisors, helping to ensure the delivery of an efficient, high-quality and customer-focused service. You will play an important role in maintaining service standards, supporting improvements to day-to-day operations and fostering a positive team culture that puts residents and communities at the heart of everything we do.

The role involves managing the daily operation of the service, including workload allocation, resource planning and performance management. You will coach and support colleagues through regular one-to-one meetings, appraisals and mentoring, creating a positive and encouraging environment where individuals can develop their skills and perform at their best.

You will also oversee complex customer enquiries, complaints and escalations, working closely with colleagues and stakeholders to resolve issues and achieve positive outcomes for customers. By reviewing customer feedback, service trends and performance information, you will help identify opportunities to improve processes and enhance the customer experience.

This is an excellent opportunity for someone who enjoys leading and developing people, solving problems and helping teams deliver great customer service every day. If you are passionate about supporting colleagues, delivering excellent customer service and making a positive difference for residents, we would love to hear from you.

Interview Date - Friday 18th September

You will need

• Experience of leading, motivating and developing a customer service team within a busy organisation
• Proven ability to manage performance, drive service improvements and achieve operational targets
• Experience of coaching and supporting colleagues to develop their skills and confidence
• Strong organisational skills with the ability to manage competing priorities and changing demands
• Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels
• Confidence in handling complex customer enquiries, complaints and escalated cases
• Ability to analyse customer feedback and service data to identify trends and opportunities for improvement
• Good IT skills and experience of using a range of systems and software packages
• GCSE English and Maths (Grade C/4 or above) or equivalent, and/or a qualification equivalent to NVQ Level 3 or significant experience within a customer service environment

Special Conditions

• Full UK Driving Licence
• Access to a vehicle for work purposes
• Regular travel to our other Council office locations
• Requirement to undertake a Baseline Personnel Security Standard (BPSS) check
• Occasional additional hours may be required to meet service needs

What we can do for you

• Agile working allowing a mix of home and office working
• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
• Pension scheme with a good employer contribution of up to 7% of your earnings
• Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
• Cycle to work scheme
• Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
• Generous sickness cover above statutory entitlements
• Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
• Life assurance, currently four times your annual salary

About Us

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.

Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities.

Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.